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I don’t know if you have noticed, but Intercom definition of built-in First Reply Time metric is a bit unusual https://medium.com/…/calculating-first-reply-time-for-inter…

I don’t know if you have noticed, but Intercom definition of built-in First Reply Time metric is a bit unusual. Here is how it works…
medium.com
Rasper
May 11

how many tickets can you resolve in just one reply?

See how many tickets your team is able to solve in just one reply. Track this regularly to understand if your customer support team is becoming more efficient over time. Keep in mind that solved tickets may be reopened with more replies, therefore no longer qualifying as “one-touch”. Use the trends…
metrics.rasper.com
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Rasper
May 11

Do you know your average deal size?

Utilize this metric to track the average size of Deals you are winning. Track this over time to see whether your sales team is progressively winning more high or low value Deals.
metrics.rasper.com
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I am big advocate of using data and metrics in your daily operations. But to my surprise a very common problem you see is that people use…
medium.com
Rasper shared Intercom's post.
April 26

📝 Improve your help articles using customer feedback with Educate Insights.

Identify which articles need work and use customer feedback to improve them
docs.intercom.com

If you don't know what is PivotTable don't read further

https://medium.com/…/how-to-turn-5-years-of-tasks-data-into…

Our team is doing data migration projects. Every month we resolve about 1,000 tasks and team had an intuition that by analyzing historical…
medium.com
You got to this rare moment when queue of help desk tickets is empty and you have 30 minutes free to relax. I love this feeling. This is…
medium.com
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Natalia Myachina
March 30

Alternative opinion on the way specialists interpret "Support Ticket Touches per Resolve" metric.

http://thehugger.me/support-ticket-touches-per-resolve-met…/